Customer Support Representative (Remote)

Lensa; Milwaukee (WI); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Support Representative to join their dynamic team. In this remote role, you will be the first point of contact for customers, providing essential support via phone, email, and a ticketing system. Your ability to troubleshoot issues and maintain accurate records will be crucial in ensuring customer satisfaction. This entry-level position offers the opportunity to work with cutting-edge healthcare technologies while contributing to a collaborative team environment. If you're passionate about helping others and eager to grow within a leading SaaS provider, this role is perfect for you.

Qualifications

• Experience in customer service is essential for this role.
• Familiarity with healthcare-related technologies is preferred.

Responsibilities

• Serve as the first point of contact for end users, addressing questions.
• Resolve support tickets efficiently and maintain accurate records.

Skills

Customer service experience

Problem-solving skills

Excellent verbal communication

Excellent written communication

Experience with healthcare technologies

Education

Bachelor's degree

Associate's degree

Tools

HubSpot

Job description

Customer Support Representative (Remote)

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Lensa, the leading career site for job seekers at every stage, is partnering with our client, ECP, to find dedicated professionals. ECP is a market-leading SaaS provider used in over 6,500 senior living communities worldwide. We aim to expand our reach by increasing our customer base and developing new products.

As a Customer Support Representative, you will provide support via phone, email, and ECP’s ticketing system through remote connection.

• Serve as the first point of contact for end users, addressing questions and troubleshooting issues
• Resolve support tickets efficiently by clarifying issues, diagnosing causes, and explaining solutions
• Follow up to ensure problems are resolved
• Maintain accurate customer records in HubSpot
• Document support interactions thoroughly in the ticketing system
• Contribute to initiatives like adopting new technologies and supporting product launches
• Become a product expert and assist teammates; suggest product improvements
• Achieve team goals by completing tasks accurately and on time
• Participate in rotating on-call schedules to provide after-hours support
• Meet performance metrics and KPIs consistently

Requirements

• Customer service experience
• Experience with healthcare-related technologies like eMARs or EHRs is preferred
• Strong problem-solving skills
• Excellent verbal and written communication skills
• Bachelor's or Associate's degree preferred
• Ability to work in a cybersecurity-compliant remote environment
• Work hours: 9:30 am to 6:00 pm CT, Monday to Friday, with participation in an on-call rotation

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industry: IT Services and IT Consulting

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